red cross provincial emergency management conference march 25 2013
DESCRIPTION
ÂTRANSCRIPT
SUPPORTED BY
Presented by
Pamela Hillier – Community Connection/211 Central East Ontario
Steven Baxter – former CEMC District of Muskoka
March 25th, 2013
211’s Role in
Emergency Response
and Recovery
Presentation Outline
• What is 211?
• 211 Ontario Regional Service Partners
• 211’s Role in Disaster & Emergency
• Connecting with Government
• The Goderich Tornado Experience
• 211 Ontario & Exercise Huron Challenge IV
• Questions
What is 211?
3
N11 System in Canada
211 – public information & referral services
311 - non-emergency municipal government services
411 - directory assistance
511 - weather, traffic & travel information
611 - telephone company repair service
711 - message relay for telephone devices for the deaf
811 - non-urgent health care telephone triage services
911 - emergency services
4
Components of 211 Service Delivery
5
Public Inquiry Online Directories Caller Needs
Current Population Served by 211
6
Canada 58%
Ontario 100%
United States 90%
211 Service Standards
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8
211 Regional Service Partners
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Bruce - 2,325
Grey - 6,960
Haliburton - 226
Huron - 719
Kawartha Lakes - 912
Muskoka - 2,150
Northumberland - 1,403
Parry Sound - 447
Perth - 1,007
Peterborough - 2,395
Simcoe - 31,686
Outside Region - 700
Public Inquiry
2012 – 51,000 contacts
5% population or
11% of households
211Ontario.ca
Online Directories
InfoMuskoka.ca
12.6% Financial Assistance
14.4% Housing/Utilities
12.3% Government (all levels)
12.1% Health Services 4.2% Transportation
5.6% Legal Assistance
5.2% Mental Health & Addictions
5.1% Food & Meals
3.4% Recreation
4.9% Home Supports
Caller Needs
12
2012 - Central East Ontario
During Response and Recovery
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Public Inquiry Online Directories Caller Needs
211 public inquiry role within the
communications structure
Inquiring
public
Emergency Responders
& Other Agencies
Municipal or
Provincial
Emergency
Management
Coordination
211
receives
authoritative
information
from Emergency
Information
Officer
14
Connecting with Municipal Government
Issues faced by Muskoka
• 32 departments across 7 governments duplicating
data in emergency contact lists
• Summer students not capable of doing the work
• A 6-line call centre staffed by the planning and finance
departments
STEP 1 – Emergency Resources Directory
• Reduce duplication of services and increase
productivity by outsourcing the maintenance of the
emergency contacts to 211
• Development of a database about regional service
providers
- Subdivided by type and kind of product or service
- Cross referenced to user departments
- Available in Paper, online and on mobile devices
- (Password Protected)
STEP 2 – Memorandum of Understanding
• Public Information Line
– Provide 24/7 inquiry services, in multiple
languages, to the community. Assessing the needs
of callers, evaluating appropriate resources,
indicating organizations capable of meeting those
needs.
• Reception Centre Access Points
– Establish a public access point in Reception /
Evacuation Centres.
STEP 2 – Memorandum of Understanding
• Volunteer brokerage services
– Establish connections between residents and
independent volunteer service providers.
• Information Gathering
– Seek out information relating to the emergency
effects, organizational or community needs and to
provide a consolidated report or listing.
• Reports
– Produce reports that describe the service needs
and trends of contacts received from all access
points
211 Experience – Goderich Tornado
August 21st, 2011
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GoderichGoderichGoderichGoderich
21
0
50
100
150
200
250
Aug
22
Aug
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Aug
24
Aug
25
Aug
26
Aug
27
Aug
28
Aug
29
Aug
30
Aug
31
Sep
1
Sep
2
Sep
3
Daily Disaster Related Calls to 211
Weeks One and Two (August 22nd to September 3rd)
Number of Calls Diverted to 211
First Two Weeks
Disaster Related Calls to 211
During the First Six Weeks
#1 – Volunteering
#2 – Donations
#3 – Businesses
#4 - Government
#5 – Financial
#6 – Environment
#7 – Legal Services
#8 – Community Agencies
#9 – Food/Meals
#10 – Housing
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211 Response & Support
First Six Weeks
• Answered 6,686 calls of which 1,346 were disaster
related (including one TTY call)
• Responded to 68 emails regarding the disaster
• Registered 737 people to volunteer
• Registered 481 people/businesses with donations
• Called 243 people to volunteer
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Post Disaster Database
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Post Disaster Database
Post Disaster Database
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Volunteer Information Collection
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28
Donations Information Collection
Facebook for Information/Rumour Control
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Facebook for Information/Rumour Control
Huron Challenge & 211 Ontario
Bruce County EOC Kincardine EIC Port Elgin
Evacuation Centre
Site
navigation
to quickly
access
information
about the
exercise
Links to access disaster database;
entry forms to register
volunteers & donations; &
contact tracking tools
Mock updates
about the event
Cloud-based Portal
Key
updates
posted
when
received
Main
search
screen with
multiple
search
options
& custom
topic
searches
Database listing
examples are live links
to full details
Dis
ast
er
Da
tab
ase
Data entry forms
feed separate
downloadable
databases
in real time
Ce
ntr
ali
zed
Re
gis
tra
tio
n
Ce
ntr
ali
zed
Co
nta
ct T
rack
ing
Ca
lle
r N
ee
ds
Re
po
rt
Public Inquiry in YOUR Community?
• 211 Ontario and its seven Regional Service Partners
are established and experienced agencies that can aid
government during disasters.
• The system is already in place and is already taking
these calls province wide.
• Is your program duplicating a service that can be
performed more efficiently by these professionals?
SUPPORTED BY
Pamela Hillier, Executive Director
Community Connection/211 Central East Ontario
Questions?
Steve Baxter, former CEMC
The District Municipality of Muskoka